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Robins Financial Credit Union - Warner Robins, GA
posted about 2 months ago
Full-time - Entry Level
Warner Robins, GA
Credit Intermediation and Related Activities
About the position
The Contact Center Support Specialist at Robins Financial Credit Union plays a crucial role in managing and analyzing contact center operations. This position involves generating reports on call metrics, monitoring call quality, and supporting administrative functions within the contact center. The specialist will work closely with management to enhance performance and ensure high-quality service delivery.
Responsibilities
- Generate and maintain contact center reports, including call volume, wait times, and agent performance metrics.
- Develop and distribute agent scorecards to track individual performance and identify areas for improvement.
- Monitor calls for quality assurance purposes, ensuring adherence to established standards and providing feedback needed.
- Assist in administrative office functions, such as scheduling meetings, preparing documents, and managing correspondence.
- Support the Vice President of Delivery Channels and Contact Center Management in various tasks and special projects as assigned.
Requirements
- Associate's degree in a job-related field or 2 years of experience in an administrative, contact center, or customer service environment.
- Strong analytical skills with the ability to interpret data and generate actionable insights.
- Excellent communication skills, both written and verbal.
- Proficiency in Microsoft Office Suite, particularly Excel, for data analysis and reporting purposes.
- Detail-oriented with excellent organizational and time management skills.
- Ability to work both independently and collaboratively in a fast-paced environment.
Benefits
- Health Insurance (only employee premium paid)
- Short and Long Term Disability
- Life Insurance and AD&D
- Dental & Vision Insurance
- Health Care and Dependent Care Flex Spending Accounts
- 401K Plan with match (based on length of employment)
- Generous paid time off- Earn over 3 weeks of PTO during your first year of employment
- 11 observed holidays in addition to paid time off
- Tuition reimbursement- Up to $5000 per year
- Performance based Incentive program
